Call quality monitoring and assurance in the call center is essential in today’s business environment where finding the voice of the customer is standard practice in order to meet the growing needs of the customer base In the past, basic call recording was used to record calls and manually[...]
Businesses today need to continually work towards improving the customer experience in order to be successful Happy customers become loyal customers that drive revenue In order to improve the customer experience, businesses first must understand the experience customers are having currently by[...]
With 2016 right around the corner, it’s time to start planning for the New Year in your contact center if you haven’t already Sales and customer service professionals in the contact center serve as the “face” of an organization, which means that the contact center must be invested in[...]
The customer experience (CX) is a critical component of business success today Consumers aren’t willing to accept a poor customer experience and will not only seek out an alternative company to do business with when it occurs, but will also spread the word in online channels including social[...]
According to the latest research from DMG Consulting and ContactBabel, the number of contact centers currently using interaction analytics is just slightly less than 20 percent However, of the more than 80 percent of contact centers that do not have analytics in place, 25 percent have plans for[...]
Looking at customer experience data, companies are only seeing facts and figures It’s the story behind the data that provides the true insights That’s why customer journey mapping has become so popular A customer journey map is essentially a visual depiction that tells a story, such as a graph,[...]
To be successful today a business must provide excellent customer service In order to do so, a company must be willing to invest in the proper tools and training that are necessary Here are 5 of the top customer service tools that a business should be investing in today: Call recording[...]
One of the most important performance metrics businesses need to pay attention to today is the voice of the customer (VoC) Voice of the customer data includes information related to customers’ feedback about products and/or services provided It provides insights into the overall customer[...]
There are so many important business insights within customer and prospect phone calls At one time these insights remained hidden but today, with speech analytics software, companies are able to turn this previously unstructured data into structured data Speech analytics software can extract these[...]
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